Boutique Supervisor

Chanel, Inc.; Hong Kong; On-site; HKD 234,000 - 469,000; Full time

Job summary

The Chanel boutique in Hong Kong seeks a Boutique Supervisor to support Senior Fashion Advisors and the Head of Boutique in delivering the ultimate luxury customer experience. You will act as floor-in-charge, supervise daily operations, and bridge leadership with frontline teams to uphold Chanel’s standards.

With a minimum of 2 years’ supervisory retail experience and fluency in Cantonese, English and Mandarin, you will coach staff, maintain impeccable grooming and image, and drive client

Qualifications

• Secondary School Graduate; university degree is a plus.
• Minimum 2 years’ relevant retail supervisory experience in fashion or luxury.
• Excellent customer service, communication, teamwork; Cantonese, English and Mandarin required.

Responsibilities

• Uphold the brand image and grooming standards; supervise boutique team.
• Supervise floor performance and assist customer inquiries; resolve issues quickly and effectively.
• Monitor client engagement and build long-term relationships; maintain client data and CRM practices.
• Oversee daily boutique operations including sales floor coverage, cash handling, and merchandise movement.

Skills

Customer service

Teamwork

Communication

Cantonese

English

Mandarin

Grooming standards

Retail supervision

Education

Secondary School Graduate

University degree a plus

Tools

Computer literacy

Job description

The Boutique Supervisor is responsible for supporting and encouraging Senior Fashion Advisor & Fashion Advisor in providing the ultimate luxury customer experience, and assisting the Head of Boutique and Deputy Head of Boutique to achieve the mission of the brand. This position plays an important role as a floor-in-charge for supervising and facilitating efficient day-to-day operations in the boutique. As a bridge between the Head of Boutique (HOB)/ Deputy Head of Boutique (DHOB) and the Senior Fashion Advisor (SFA)/ Fashion Advisor (FA), the Boutique Supervisor supports the execution of The Chanel Difference on the Boutique floor. Vision: The ultimate house of luxury defining style and creating desire now and forever. Mission: Dedicated to support the boutique team to engage the consumer of today and tomorrow to the brand by providing unsurpassed service to all our customers (internal and external), assisting the Head of Boutique & Deputy Head of Boutique in supervising high image standards in the boutiques at all times, and providing constructive feedback to the employee’s personal and professional development and growth.

Key Responsibilities:

• Uphold the Image of the Brand: Assist the HOB/ DHOB to ensure that the SFAs/ FAs are aware of the importance of grooming and image, and set a professional example. Perform regular inspection on boutique team’s grooming. Uphold company image by conducting daily checks to ensure that window and in-boutique displays consistently reflect the essence of the seasonal line and are in accordance with the Chanel image. Assist in the implementation and maintenance of all VM directives. Encourage that boutique environment is always in optimum condition.
• Provide and Supervise the Delivery of Ultimate Luxury Customer Experience: Supervise and observe floor performances of SFAs/ FAs, provide prompt assistance in customer enquiries, and resolve problems and complaints quickly and effectively to ensure client satisfaction. By observing closely on boutique floor, take a close interest in floor staff’s well-being, and actively provide feedback to HOB & DHOB. Incorporate Client Service Values (CSV) in all service actions. Demonstrate flexibility and adaptability on policies in order to get close to the customer's emotion. Support the team members in providing ultimate after sales service to customers. Adapts communication styles in dealing with different boutique team members to achieve maximum results. Act as an effective communication channel between HOB/DHOB and floor staff to foster open communication.
• Be Client-centric: Monitor and enforce on client engagement and on building long lasting relationships with them. Provide feedback to HOB/DHOB on team performance on customer recruitment and retention. Work with individual boutique team members to gain a thorough and personalized understanding of every customer segments , providing personalized services to them. Maintain and develop CEM data for each client. Motivate the boutique team to achieve excellent customer service standards via: Mystery Shopping results, client feedback, handle returns and exchanges with a positive mindset.
• Monitor Proper Handling of Merchandise & Inventory: Direct regular cycle inventory count to ensure no inventory losses. Discrepancies, if they arise, must be reported in a timely manner as determined by the Boutique and/or Retail Manager. Adhere to Company guidelines and ensure that proper controls are being followed to prevent stock losses, pilferage or damage. Fully understand the replenishment system based on the boutique profile and business trends.
• Facilitate Day-to-day Operations: Assist HOB/ DHOB to ensure adequate supervision of boutique team on the sales floor. Control and monitor customer traffic and staff in/out to ensure sufficient manpower on sales floor and operations efficiency. Ensure the requirements in the Standard Operational Procedure are respected. Verify transactions and daily cash counting to ensure accuracy. Ensure daily sales and appropriate paperwork is accurately completed. Reflect business trends through observation and regular reporting. Assist HOB/ DHOB on the daily boutique opening and closing procedures. Responsible for staff bags checking on every shift end. Gather and provide HOB/ DHOB with qualitative information on customer trends / demands, competitor activity and merchandise movement to Fashion Management on a regular basis. Improve floor operations efficiency by observation and proposing procedural improvements to HOB/DHOB. Handle day-to-day Operations issues promptly and astutely, seeking direction and guidance from the HOB/ DHOB as needed.
• Foster close partnerships: Promote teamwork and work closely within the boutique and with other boutiques.

Key requirements:

• Academic / Professional Qualifications Secondary School Graduate. University graduate is a plus.
• Work Experience Minimum 2 years’ relevant retail supervisory experience. Solid experience in retail industry. Previous working experience in fashion & luxury industry is definitely an advantage.
• Required Competencies Excellent customer service skills. Well-groomed with excellent interpersonal, teamwork & communication skills. Open to feedback and able to deliver messages in a positive manner. Good command of Cantonese, English and Mandarin. Computer literacy.

At Chanel, we focus on creating an inclusive culture that nurtures personal growth and contributes to collective progress. We believe the uniqueness of each individual enhances the diversity, complementarity, and effectiveness of our teams. We highly value the perspectives, experiences, and potential you could bring to CHANEL, and we warmly invite you to apply. Chanel is a world leader in creating, manufacturing and distributing luxury products, including Ready-to-Wear, Accessories, Fragrances, Makeup, Skincare, Jewellery and Watches. Founded by Gabrielle Chanel in 1910, the House remains dedicated to quality craftsmanship and offering high-end creations. At present, Chanel employs more than 32,000 people worldwide. As an independent company, its core values are grounded in: Exceptional creation and client experience Nurturing human potential Having a positive impact – on people, the environment and communities around the world. As part of this, the House promotes arts, culture and creativity, while investing significantly in key areas including research & development, sustainability, and innovation. Chanel is dedicated to creating the conditions for people to perform at their best, building on their strengths and enabling them to benefit from new opportunities. It offers a unique working environment where people are given time to understand the brand, the business, and develop their personal motivations. This means everyone can grow, continue to be inspired and feel included, now and in the future. The company fosters true collaboration and respect for all, grounded in the belief that diversity is essential to the success of the organisation and its people. Chanel remains committed to rewarding people competitively, as well as offering initiatives such as wellbeing programmes, learning and development opportunities, and parental leave for all parents globally.